Resident Maintenance

EMERGENCY PROCEDURES

• What is the emergency after-hours call protocol?

  Call our office and select the after-hours emergency option. If the issue poses an imminent threat to life or health, call 911.

• I Smell Gas — What Do I Do?

  Immediately leave the home and call 911 or your local gas provider. Do not re-enter until cleared by emergency personnel.

  ONLY if it’s safe:

  • Turn off all electrical appliances. Do NOT operate switches or create any flame.
  • Ventilate the property by opening windows and doors.
  • Shut off gas at the meter by turning the valve 90°.
  • Inform neighbors if applicable.

• What If There's a Major Water Leak?

  Shut off water at the emergency shutoff valve and call our office. Common locations: garage, basement, crawl space, utility room. Always turn off the valve closest to the home’s plumbing (not at the street). You can also watch a video of the steps here.

• How to Stop an Overflowing Toilet?

  • Remove tank lid. • Lift the float to stop the water. • Pull out the water tube. • Reach down and turn OFF the water valve behind the toilet (turn valve CLOCKWISE). • You can also watch a video of the steps here.

• How Do I Shut Off the Toilet Water Supply?

  • Reach down and turn OFF the water valve behind the toilet (turn valve CLOCKWISE). • You can also watch a video of the steps here.

⚡ No Power or Electrical Issues

• I Lost Power; What Do I Do?

  PMI James River understands that power outages can be frustrating and disruptive. However, most outages originate with the utility provider and are beyond our control. If you experience a power outage, please follow these steps:

  1. Prioritize Safety: Use flashlights instead of candles to reduce fire risk. Unplug sensitive electronics to protect them when power is restored.
  2. Check the Neighborhood: If nearby homes are also without power, contact the utility provider directly to report the outage.
  3. Inspect Your Breakers: If the outage is limited to your unit, check your circuit breakers or fuses and reset/replace them if necessary.
  4. Reset GFCI Outlets: These are usually found in bathrooms, kitchens, garages, and exterior areas. Press the "reset" button on each one.
  5. Check the Meter and Account: Ensure the utility meter is functioning and your electric service account is current.
  6. Still No Power?: If the issue persists and appears to be specific to your unit, please submit a maintenance request through the portal.

• There is No Power to Plugs or Switches!

  Check and reset breaker panel. Reset any GFI outlets (usually located near water in the kitchen, bathrooms, utility rooms and garages). Check if outlet works by turning on a wall switch in the room. Also, please test the item that you are trying to use in several outlets to see if it’s the outlet or the electronic that is faulty.

• How do I reset a tripped circuit breaker?

  A circuit breaker provides protection by stopping the flow of electricity if an overload or fault occurs. When an electrical fault occurs or the load on your circuit becomes too great, the breaker on that circuit trips and interrupts the flow of current to that circuit. Before electricity can be restored, the circuit breaker must be reset. However, even before you do that, you must take steps to ensure that it is safe to do so.

  • Unplug or turn off or unplug all the devices that are plugged into the circuit. Make certain no dangerous condition exists before restoring power.
  • Locate the breaker panel.
  • A circuit breaker which has been tripped will either be in the middle or "OFF" position. Locate the tripped circuit breaker and reset it by pushing it all the way to the "OFF" position and then back to the "ON" position. Often when you can’t reset the circuit breaker, it is because it must be turned all the way to the "Off" position first.
  • If no circuit breakers were tripped and you still do not have power at an outlet, check if the circuit is on a GFCI and follow the directions below.

  If the circuit breaker trips again before you have turned anything on or plugged anything in, please submit a maintenance request immediately.

• How do I reset a GFCI outlet?

  A GFCI (Ground Fault Circuit Interrupter) outlet is a device that adds a greater level of safety by reducing the risk of electric shock in locations such as bathrooms, kitchens, laundry rooms and outdoors. A GFCI outlet may be wired in a branch circuit, which means other outlets and electrical devices may share the same circuit and breaker. When a properly wired GFCI trips, the other devices down the line from it will also lose power.

  If you have an outlet that doesn't work, and the breaker is not tripped, look for a GFCI outlet which may have tripped. Note that the affected outlets may not be located near the GFCI outlet, they may be several rooms away or even on a different floor. Pressing the "Reset" will restore the circuit. If the outlet doesn't reset, then whichever device that is causing it to trip may still be plugged in. If after unplugging everything, checking the circuit breaker, and resetting the GFCI does not work, please submit a maintenance request.

• I Need to Look for a Blown Fuse.

  If you have an older home, you may have fuses as opposed to circuit breakers. Located inside or outside of your home is a fuse box that contains a fuse for each of your home's circuits. A fuse provides protection for each of your circuits. When an electrical short occurs or the load on your circuit becomes too great, the fuse on that circuit burns out and breaks the circuit; this is what is referred to as a "blown fuse".

  Before electricity can be restored, the fuse must be replaced with a new fuse. However, even before you replace the fuse, you must take steps to ensure that it is safe to do so:

  • Turn off or unplug all the devices that are plugged into the circuit. Make certain that no dangerous condition exists before restoring power.
  • Replace the fuse with a fuse that is of the proper rating for the circuit. For instance, if the circuit is rated for 15 amps, use a 15-amp fuse. Never use anything other than a fuse of proper rating.
  • When removing or inserting a new fuse, NEVER touch the metal parts of the fuse. If your fuse box is equipped with a master switch to cut power to the fuse box, cut the main power prior to replacing the fuse.

  Electricity should now be restored to the circuit. If the fuse blows again before you have turned anything on or plugged anything in, submit a maintenance request right away. If the fuse blows after plugging in or turning on a device, that device may have a short or may be placing too much of a load on the circuit.

🌡 Heating and Cooling

• There is No or Low Heat

  If your home feels too cold, follow this checklist before submitting a maintenance request:

  Important Reminder

  Heating systems are considered to be operating properly if they maintain an indoor temperature of at least 65°F. If more warmth is needed, refer to your Resident Handbook for safe, non-electric heating tips. Portable space heaters are not permitted due to fire risk.

  Basic Troubleshooting

  1. Thermostat
     • Is it set to heat and above room temperature?
     • If it has batteries, replace them.
  2. Blower Check
     • Is the furnace blowing warm air or room-temperature air?
  3. Power Supply
     • Check for a nearby switch (often looks like a light switch) that may control the furnace.
     • Confirm the breaker is on. If tripped, reset it.
  4. Gas Heaters Only
     • Is the pilot light on? If not, contact the gas utility provider to relight it.
     • Is your gas account current and service active?
  5. Airflow & Filters
     • Make sure vents are open and unobstructed.
     • Replace filters if dirty — 95% of heat issues stem from clogged filters. If your lease makes you responsible for filter maintenance and they’re dirty, you will be billed for the service.
  6. Furnace Cover/Safety Door
     • Ensure all furnace panels are securely in place — many systems won’t run without the cover closed.
  7. Error Lights
     • Look for a blinking or red indicator light on the furnace. Note the pattern and include it in your request.
  8. Still No Heat?
     • Submit a maintenance request. Include any details you observed during troubleshooting (e.g., blinking lights, airflow, noise).

  Need More Heat?

  If your heating system is operating as designed (maintaining at least 65°F), but your home still feels cold, there are several safe ways to stay more comfortable. Dress in layers, wear socks or slippers, and use extra blankets at night. Keep interior windows and doors closed to retain warmth in key areas. Use thermal curtains or towels to block drafts around windows and doors. Place rugs over hard floors to reduce heat loss. Avoid placing furniture over vents, and ensure all vents are open. REMEMBER: Do not use space heaters, as they are a leading cause of house fires and are prohibited under your lease.

• There is No or Weak Air Conditioning

  In hot weather, air conditioning systems are considered to be working as designed if they cool indoor air to within 20°F of the outside temperature.

  Troubleshooting Before Requesting Maintenance

  Please check the following before submitting a maintenance request:

  1. Thermostat
     • Set the system to Cool and Fan to Auto.
     • Replace batteries if the thermostat isn’t hardwired.
  2. Airflow & Filters
     • Ensure vents are open and unobstructed.
     • Check the air filters. Dirty filters are the most common cause of HVAC issues.
     • If your lease requires filter maintenance and a dirty filter causes the issue, you will be billed for the service.
  3. Breaker & Switches
     • Check the breaker panel and reset any tripped breakers.
     • Some HVAC systems have a nearby furnace switch that looks like a light switch — ensure it’s on.
     • If unsure, flip it off and on again to reset.
  4. Furnace / Air Handler
     • You should hear it running. If not, ensure it’s plugged in and switched on.
     • Make sure the furnace door is securely closed.
  5. Outdoor Unit (Condenser)
     • Check that the fan is spinning and clear of debris (leaves, branches).
     • Ensure refrigerant lines are not iced over.
     • If you see excessive condensation or ice, turn off the system at the breaker and report the issue.
  6. Drain Line
     • A clogged condensate drain can disable the unit. Ensure it’s clear and draining properly.
  7. Error Light
     • Look through any service window for a blinking or steady red light. If visible, note the pattern and include it in your maintenance request.
  8. Still No Cooling?
     • Submit a maintenance request. Include any observations from the steps above.

  Tips to Stay Cool Indoors

  If your A/C is working properly but your home still feels warm, there are several safe ways to stay cooler. Keep blinds or curtains closed during the hottest part of the day to block sunlight. Use ceiling fans or portable fans to circulate air—just make sure they aren’t obstructing vents. Avoid using ovens or dryers during peak heat hours. Wear light, breathable clothing and stay hydrated. At night, open windows if it’s cooler outside (if safe to do so), and keep bedroom doors closed to trap cooler air. Do not use window or portable A/C units unless approved in writing by management—many associations forbid window A/C units.

• I don’t have hot (enough) water?

  If you're experiencing little or no hot water, use this checklist before submitting a maintenance request. Steps vary depending on your water heater type.

  For Gas Water Heaters

  1. Check the Thermostat: Ensure it’s not set to “Vacation” or a low setting.
  2. Pilot Light: If it’s out, contact your gas utility provider to relight it safely.
  3. Breaker: Verify the circuit breaker is on (some models have electric ignition).
  4. Gas Service: Confirm your account is active and not past due.
  5. Multiple Fixtures?: If only one faucet is affected, it may be a localized plumbing issue. Shut off water to that line and report it.

  For Electric Water Heaters

  1. Check the Breaker: Flip it off and back on to reset.
  2. Temperature Setting: Ensure it’s not set too low.
  3. Wait Time: It can take several hours to heat a full tank, especially after high usage.
  4. Account Status: Confirm your electric service is active and current.

  For Tankless (On-Demand) Water Heaters

  1. Power and Gas Supply: Confirm both are on.
  2. Reset: Some models have a reset button—refer to the unit’s front panel.
  3. Demand Overload: Avoid running multiple hot water appliances at once.
  4. Flashing Error Code?: If there’s an error message on the display, note it and include it in your request.

  Still No Hot Water?

  Submit a maintenance request through your portal. Include details like heater type, whether the issue is throughout the home, and if any error codes or pilot light issues are present.

🚰 Plumbing and Drain Issues

• I Have a Clogged Toilet

  Use a plunger. If unresolved, submit a maintenance request. Tenant may be charged if misuse is found. You can watch a video showing plunger use here.

• I Have a Clogged Sink/Tub/Shower Drain

  Remove visible debris, flush with hot water or vinegar + baking soda. Avoid chemical drain openers. Note: If tenant caused the clog, then the tenant will be accountable for repair costs plus an administrative charge.

• The Dishwasher isn’t Working Right

  Symptom	Possible Solutions
  Dishwasher does not work - no sound, water or lights	Check for a blown fuse or tripped circuit breaker. Check that the dishwasher is plugged in securely. Check the door latch.
  Dishwasher does not fill with water or it drains while filling	Check that the water supply is turned on. The valve may be located under the sink. Check the door latch.
  Water does not drain from the dishwasher	Clean the drain, filters, and food traps; there might be food in the trap at the bottom of the dishwasher. Re-run an entire cycle and see if problem continues.
  Dishwasher is leaking water or soap leaks around the door	Check your garbage disposal to make sure the drain is not clogged. Make certain that your detergent is intended for dishwashers. Do not use liquid dish soap.
  Dishwashers not cleaning properly	Rinse off dishes before placing them in the dishwasher. Make certain that your detergent is intended for dishwashers. Do not use liquid dish soap. Make sure you aren’t running the garbage disposal while dishwasher is running. Clean the drain screen and filter. Run several cycles with no soap to clean out soap residue. Make sure large dishes aren’t placed in front of detergent cup.
  Door does not close or latch properly	Check for obstructions. Check the door latch.
  Dishwasher cycle does not complete	Let the dishwasher complete the cycle wherever it is at, then re-start a new cycle and it should clear itself.
  Detergent cup does not open	Check and clean the detergent cup for obstructions. Make sure large dishes aren’t placed in front of detergent cup.